Senior Customer Excellence Lead – European Operations & Experience Strategy at brighthush
About brighthush
brighthush is a trailblazing digital finance powerhouse that has redefined how people interact with money, assets, and technology. Founded in 2018, we have grown from a niche trading platform into a global ecosystem that serves more than 80 million users across 200+ countries. Our mission is simple yet ambitious: to democratize access to financial services by combining cutting‑edge technology, a user‑first mindset, and a relentless focus on trust and transparency.
From trading and payments to wealth management, custody, institutional solutions, and Web3, brighthush delivers a seamless, end‑to‑end experience that empowers individuals and businesses to thrive in the digital economy. Our European arm, brighthush EU, is headquartered in Vienna and is at the forefront of building regulated digital asset services for the European Economic Area.
At brighthush, we believe that great customer experience is the cornerstone of sustainable growth. We invest heavily in people, technology, and processes to ensure that every interaction—whether a simple inquiry or a complex dispute—delivers delight, clarity, and confidence.
Role Overview
We are looking for a Senior Customer Excellence Lead to steer the European customer experience strategy, CRM‑driven communication, and support operations across our regulated digital asset and financial services businesses. This senior leadership role will report directly to the Chief Business Operations Officer EU and will collaborate closely with Product, Technology, Compliance, Operations, and global Customer Service teams.
As the guardian of customer satisfaction, scalability, efficiency, and regulatory compliance, you will shape the future of how brighthush engages with its European user base. Your influence will extend from day‑to‑day support to long‑term strategic initiatives that drive operational excellence and customer loyalty.
Key Responsibilities
Customer Service Strategy & Operations
- Define and execute a European customer service strategy that aligns with business objectives and evolving customer expectations.
- Oversee support operations across multiple European markets, channels, and customer segments.
- Establish service standards, operating procedures, KPIs, and performance management frameworks that set the benchmark for excellence.
- Drive operational efficiency, scalability, and continuous improvement across all customer service functions.
CRM, Incident & Platform Communications
- Own the operational CRM and notification strategy for European users across email, in‑app messaging, push notifications, and system banners.
- Serve as the Apply for this job